Service Support Lead

• Sevenoaks
• £25k plus benefits
• 25 days holiday
• Hybrid working

Purpose of the Role

The Service Support Lead is the day-to-day manager of the Service Desk, ensuring all support cases are handled efficiently, SLAs are met, and customers receive timely updates. Acting as a first step into management, the role provides leadership to engineers while supporting the Service Desk Manager with escalations, improvement projects, and long-term service development.

This position combines operational responsibility with strategic input, offering the opportunity to directly shape customer experience and team performance.

Key Responsibilities

• Manage all day-to-day service desk operations, ensuring cases are handled promptly and SLAs are achieved.
• Monitor and manage workloads, case queues, phone lines, and dashboards to maintain service performance.
• Provide leadership, direction, and support to engineers, ensuring quality and consistency of service delivery.
• Act as escalation point for customer issues, critical incidents (P1s), and vulnerability triage.
• Oversee shift management, ensuring appropriate cover and resource allocation.
• Carry out regular quality checks on cases, ensuring high standards of communication and resolution.
• Track, analyse, and report on SLAs, KPIs, team stats, and customer feedback.
• Work with the Service Desk Manager on process improvements, customer escalations, and side projects.
• Contribute to continuous service improvement by identifying and implementing process and performance enhancements.
• Participate in team meetings, customer reviews, and service improvement initiatives.

Person Specification

Skills & Knowledge

• Proven experience in a customer focused environment
• Excellent organisational and prioritisation skills.
• Strong analytical and problem-solving ability, with a focus on continuous improvement.
• Confident in using IT systems

Behaviours & Competencies

• Professional, calm, and confident under pressure.
• Strong leadership qualities, with the ability to motivate and manage engineers day-to-day.
• Customer-focused with excellent communication skills (verbal and written).
• Collaborative and supportive team player with a proactive approach.
• Able to balance operational delivery with improvement initiatives.
• Detail-oriented and committed to service quality.